Software SLAs
Arch provides Service Level Agreements as part of the standard Arch Maintenance & Support contracts.
Customers who have paid M&S or subscription fees can raise new support requests using the email address support@arch-global.com. This will automatically create a new support case which can be tracked on the Arch Support website. Support Requests will not be accepted by other communication methods. Support hours are normal UK working hours, Monday to Friday (08:00 – 17:30 GMT / BST).
Cases raised will handled by the Arch support team to check the priority and to assign to the appropriate Arch resource.
Arch aims to respond to cases in line with the priority definitions below.
